We have to implement a software for complaint management for an important customer who works in the public transport sector. It has to follow the complaint form its submission to its resolution and feedback to the submitter.
Below the main required functionalities:
- complaint mgmt through a well-defined workflow, which involves different user's permissions and activities
- document template mgmt
- the system has to send mails
- web interface
- window OS
- Active Directory interaction (for application permissions and roles and to define user groups and related offices)
- the interaction with the customer's web site by WS (the implementation of a WS to retrieve complaints submitted through the web site is part of the project)
We are oriented to using the osTicket platform with front end customization.